RETURNS & REFUND POLICY
Ace pet Supplies adheres to the Consumer Contracts Regulations, which are designed to protect you when buying items by mail order. We want to ensure you have peace of mind when you place an order with us. We’re as disappointed as you if a product is not to your satisfaction and we will be pleased to do all we can to get it right.

Our Returns policy is listed here on our website and is provided electronically with each order, if a paper copy is also required then please use our contact form.

EXCHANGE OR CANCELLATION OF YOUR ORDER
In the event you wish to exchange goods or cancel your order you must notify us prior to returning and within 14 days of receiving the goods ordered. It is very important that you contact us prior to returning your item. This is because if we are unable to refund you due to the Returns Policy not being met, and you have returned the item to us, we will be unable to refund you for the full amount of the item or return the item back to you without further charging you for the postage of the item. You have a further 14 days from the date of notification to return the goods to return tem to us. We will be unable to accept goods received for return outside of this period.

Where the items are returned because:
  • The product is no longer required
  • You have ordered the wrong product or size
  • You have changed your mind
Goods returned under these circumstances are at your own expense. In addition, if you are returning an item for an exchange for a different size, you will also have to pay the postage costs of us sending you the replacement size. Where we are issuing a refund this will be processed within 28 days of receipt of the goods by our warehouse. Refunds will exclude the orginal cost of postage. The Consumer Contract Regulations require you to take reasonable care of any goods that you will be returning, and we ask that you return them in an unused condition with the original packaging. (see Acceptable Return Condition below). Should you need to cancel your order, please email us using our contact form or call us on: 01759 528220

Where the items are returned because:
  • We have posted you the wrong item
  • The Item doesn’t match the invoice description
  • The Item specifications are inaccurate
  • The item is different to that displayed on our website

Under these circumstances, you must notify us prior to returning and within 14 days of receiving the goods ordered. You have a further 14 days from the date of notification to return the goods. We will make an exchange or refund at your request and pay your postage costs (for standard class of mailing) for returning the item or arrange collection, dependent on the item in question. Where we are issuing a refund or exchange this will be processed within a maximum of 28 days of receipt of the goods by our warehouse. You must ensure that the goods are unused, clean and returned with the original packaging. (see Acceptable Return Condition below)

ACCEPTABLE RETURN CONDITION
All items are fully inspected on return. If an item is returned to us dirty, damaged, signs of being worn, has odour or is in an unsuitable / non-resaleble condition, we will be unable to give you a refund (and if we have to send it back to you, you will have to cover the delivery costs before it is despatched). All returned items should be sent in their original condition with unremoved tags, and original packaging where possible, including bags and boxes (e.g. footwear should be returned with the original box). The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop. A deduction can be made if the value of the goods has been affected as a result of you handling the goods more than was necessary.

EXCHANGE, REFUNDS OF FAULTY OR BROKEN GOODS
All goods purchased from us are covered by a Manufacturer Warranty unless otherwise stated. The duration of this warranty varies but is usually one year, but some manufacturer’s offer an extended warranty and a limited number of products are subject to a shorter warranty. Warranties cover manufacturing faults and defects, but do not cover damage caused by abuse, general wear and tear, etc.
If you feel that a product you have purchased from us has developed a fault, then please contact us before returning the goods, as many problems may be solved without the need for return. In all circumstances, a full description of the fault must accompany the return and you will need to produce photographs of any damaged items as well as your invoice and proof of payment when you contact us.
You can email us using our contact form or call: 01759 528220

Faulty items can be returned for inspection under the 'Warranty for refund, repair or exchange' service if covered under the manufacturer’s warranty. In the event a repair or exchange is not possible then a refund will be offered. Within 28 days from the date of receipt, we will pay your postage costs for the return (standard class of mailing, UK only) or arrange collection depending on the item concerned.
Customers making UK returns over 28 days from the date of receipt are liable for the cost of return postage. Returns from international addresses are always made at the buyer's expense. Where we are issuing a refund, this will be processed within 28 days of receipt of the goods by our warehouse. These times may be delayed if the manufacturer must undertake further investigations. Where a refund is issued following faults found 28 days or over from receipt of the goods by you, this may be subject to a reduction for the beneficial use you have had of the goods.
If, at our discretion, we agree to accept any returns outside of our published Returns Policy, you will be charged a re-stocking fee, minimum of £10 and up to a maximum of 25% the sale price. Returns made outside of our returns policy will usually result in store credit and not a refund.

RESTRICTED RETURNS We regret that we cannot, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us we will dispose of it for you as it cannot be resold. In addition, we cannot accept returns on made-to-order or customised items, opened food or perishable goods, underwear, swimwear, pierced earrings, videos, DVDs, CDs and computer software or games. This does not affect your statutory rights where the goods are faulty or not as described. In addition, due to Health and Safety regulations and the potential hygiene issues, we are unable to accept or inspect any items returned to us unless they are clean and dry.
Should you need to return an item, please email using our contact form or call us on: 01759 528220

Returns Address: Ace Pet Supplies. Unit 1B Hampden Road, Pocklington Ind Est, Pocklington, East Yorkshire YO42 1NR

Please click here to download a Returns Form